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CGU Car Insurance
Comprehensive, Third Party Property Damage, Third Party Fire and Theft
Alex G.Banks 2906, ACT
Customer claims - only if you have hours to spare during business hours
I have had to wait 2 hours + on hold on multiple occasions during business hours as CGU does not employ enough phone call center staff and only open during business hours; expecting the rest of us to take time off work to deal with claims and claim updates. Unacceptable.
1 comment
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On hold for 3 hours
Lodged claim for the hailstorms in Canberra on 20 January 2020. I have been patient given the number of vehicles affected and claims. My vehicle was assessed for write off on 15 February 2020. I have called CGU twice this week and on the first day 18 February 2020 I was on hold for 3 hours and did not get to speak to anyone at all. Wasted 3 hours of my day. The next day I called, I was advised that the reason was that they haven't processed the claim was because they were waiting for me to surrender the vehicle. How is a client suppose to know ...Read more
to surrender the vehicle when they have not been instructed to do so and have not been given the information of where to surrender the vehicle. So apparently even when you take the initiative to seek information and the progress your claim, they like to waste 3 hours of your day. My vehicle insurance has been with CGU for 10 years and this is the type of service you get when you have been a loyal customer. Its a real shame.2 comments
Care TeamCGU
Hi Ruth and thank you for taking the time to review us on Product Review. Due to recent fires, floods and hail we are inundated and lines of communication are very busy. We have put on extra staff a... Read more
nd are upskilling teams to ease the pressure. We apologise for any delays or inconvenience caused to you and your family. I hope your claim is moving forward and you are getting things sorted ~RenaeThank you Renae, but CGU as the insurer should be getting things sorted. I have been given the run around this morning as to where the vehicle is supposed to be surrendered and was given 3 different a... Read more
ddresses. That is very inconvenient and the extent of kms going to these holding lots would exceed your $50 taxi voucher. Now I have been telling your claims area reasons why they have given incorrect information. Have absolutely no confidence you guys know what your doing. Insurance are more trouble than they’re worth. Had I saved the monthly repayments over the 10 years as a client, I would be able to get another car and save money without the anxiety of dealing with the incompetence of CGU.Similar opinion? Write a review on ProductReview.com.au!
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3.8Jeremy L.Greater Melbourne (Metropolitan), VIC
Horrendously Slow Claim Process!
Lodged a claim on 20th January for hail damage, was told the "partner" repairer will contact me within 24 hours to book for an assessment. 2 weeks later receive a call from repairer whilst i was having in a meeting and couldn't pick up. Try to call back repairers to no avail, as i keep hearing the automated message. Called CGU if they can help me book the assessment on my behalf they said no and apparently the best they can do is send an email to repairer which i already did and obviously repairers don't reply emails too. It's been one month my car have not been assessed for damages can't wait to see how long it takes to get my money back from CGU if my car gets written off.
1 comment
Care TeamCGU
Hey Jeremy, thanks for letting us know about this, can you message our Facebook page with your claim number please facebook.com/cguinsurance and we will be happy to escalate your claim to the manager to get you some answers. Thanks. ~Kaz
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moonster
- 3 reviews
Poor customer service, family left high and dry, do not use CGU for Car Insurance
I was rear ended by another driver, we exchanged details and claims were lodged. The initial claim process with CGU was quick as the other drivers insurance company was liable for all the damages. CGU only offered two possible repairers, neither of which were close to my work or home which was a huge inconvenience.
After the car was inspected by the crash repairer, CGU were notified that my car was going to be off the road for at least a week. CGU said the only thing they would do for me and my family was provide me with a $50 cab voucher so I...Read more
could get to work or home from the crash repairer, they would not provide a hire car and they would not request the other insurance company provide me with a hire car even though the other driver was liable. After ten+ years of paying my premiums to CGU they have let me and my family down when we needed them most. They have lost our trust and business and we would not recommend that anyone uses CGU to insure their motor vehicle(s) in South Australia.1 comment
Care TeamCGU
Hi Moonster, it does sound frustrating. In most cases you would have your vehicle assessed & repaired through the at fault drivers insurance company as they are liable of all costs. You are still enti... Read more
tled to claim through your insurer but this does mean your policy wording will apply to the claim so depending on the policy hire car may or may not be covered after an accident. I do apologise that you feel we have let you down, If your vehicle is still being repairer you can have a chat to the other drivers insurance company to see if you are entitled to it under their policy. I hope you have a better experience at your next claim & hope everyone involved in the accident is safe. ~NatalieSimilar opinion? Write a review on ProductReview.com.au!
Graham C.Canberra 2600, ACT
Shocking experience avoid at all costs
Would give Zero stars if I could. My car was damaged in the Canberra Hailstorm on the 20th January. Clearly will be a write off.
Claim lodged within 2 hours of the storm. Claims person passed on the wrong information to the outsourced assessor they used. And to the tow company. Two more hours on the phone to sort this and arrangements finally made for car to be towed. No communication from CGU or tow company about where the car went. More hours spent on the phone to determine location.
I’m now told my car has been booked in for assessment on ...Read more
1 comment
Care TeamCGU
Hi Graham, thanks for sharing your experience. Regrettably there have been long queues on the phone and chat lines due to us receiving more than 25,000 claims similar to yours. We have had all hands o... Read more
n deck arranging for assessment centres to be established and we are bringing in assessors from other areas and states. I do apologise that we have made you feel this way but can assure you we are working through the assessments. ~NatalieSimilar opinion? Write a review on ProductReview.com.au!
Terrible lied to me many times. Complaints handed poorly.
Went through our bank for car insurance with CGU. This was a mistake. CGU are dishonest, slow, inefficient and apathetic. We are currently working through a claim. CGU for the most part won't communicate with us, referring us to the repairer. The repairer refers us back to CGU. Our car is likely to be written off, but no one will communicate when an assessment will be completed. Avoid CGU, we are in the process of pulling all our policies from them. Couldn't imagine the people who lost houses in fires with CGU are dealing with.
1 comment
Care TeamCGU
Hi Stuart, thanks for your review. It does sound like we have let you down during your claim process. If you are still finding issues with trying to get in touch with us or get answers please do send ... Read more
us a PM on Facebook so we can escalate it further for you. Please let us know you're from Product Review. http://bit.ly/2pbDydv. ~NatalieSimilar opinion? Write a review on ProductReview.com.au!
L.LeGreater Melbourne (Inner), VIC
- 2 reviews
Took 1 YEAR for 1 claims, and still on going troubles with court order!!! Worse insurance company ever!!!
if I can give CGU a 0 star rating, I would. I have been with CGU for a few years, moved away from AAMI, brought all of our 3 cars over and this is the first time we have any claim with CGU.
We've lodge the claim in late Feb 2019, paid for the excess and never heard back from them. THEN the other party's insurance contacting us directly with their demand to pay. With so many phone calls, emails, time wasted and in AUG '19 CGU finally said they've settle the claim. However in October we got more demanding letter from the lawyer said the claim ...Read more
still hasn't gone through and threaten to take us to court. Again with so many emails, phone calls and promises from CGU that they will get back, nothing. Now tonight we got the court order letter send to us!!!!! I am utterly disgusted and feeling ripped off right now. Why I am paying you monthly fees and yet you have not done a single thing to resolve or assist your customer? I even have to be in between contacted the other party to give them the contact details and yet this still not resolve. Now I am sitting here with the court order letter, email CGU again and going to call them first thing in the morning again. Its almost 1 year for this one single claim and still not resolved yet!!!!!!3 comments
Care TeamCGU
Thanks for the review L! It does sound frustrating and is concerning that you have received court order over this claim so I do apologise. We are more than happy to escalate this matter for you - can ... Read more
you please send us a PM on Facebook by heading to http://bit.ly/2pbDydv and letting us know you're from Product Review. ~NatalieDear Natalie,
I've tried to called your team 2 days in a row, sent the email and yet still the same " your claim is with the settlement team, and nothing we can do". Same old response from March 2019,... Read more
Care TeamCGU
Hi L, we have responded to your pm asking if you would like us to follow this up but have not received a response? I am also including the link to our Complaints & Resolutions brochure https://www.cg... Read more
u.com.au/sites/default/files/media/about-cgu/customer_feedback_complaint.pdf. I understand you have been left very frustrated and we hope you get some satisfaction soon ~RenaeSimilar opinion? Write a review on ProductReview.com.au!
Istiaque A.Greater Melbourne (Outer), VIC
- 2 reviews
Horrible in Handling Claim
I had been with this company as a customer for last six years. Look what they did to me.
My was damaged; as someone hit from behind, the other car’s insurance company supposed to pay but we put the claim through my insurance which is CGU, but still it’s not been fixed.
We put the car in Spot on panel, partner to CGU, who said that the car is write off than what CGU guys did is without informing us transferred to another repairers which we never heard of and I was so furious First, they did not inform us, second we want our car to be repaired ...Read more
by reputed repairer not with some dodgy repairers. When I told them this they are now trying to offer me some cash for the repair, which is unacceptable. I am stressed and very Disappointed at such treatment from a company with whom I had been for a long time.1 comment
Care TeamCGU
Hi Istaque, I am aware you have brought this to our attention on social media and know you have been in touch with us since posting this. I do hope you get the resolution you are after and apologies for the way we've left you feeling. ~Natalie
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GulSydney, NSW
Liars!!!
I wouldn't give 1 star either. They never solve my problem and not even willing to solve the problem. I am waiting for more than 3 months to get fixed my car where the CGU's client at fault and CGU's response is "waiting for client's reply, so they can meet their obligations" and that "reply" is taking for that long and when I ask how long is going to take, they say "we don't know and we don't give time frame". Such a rip off company, liar, 0 customer service, lazy employees. You wait for at least 30 minutes to speak with the agent, when they answer your call, they even not apologatic, instead they are rude and never solve your problem. Not recommended, stay away from this company, hope they go for bankruptcy.
1 comment
Care TeamCGU
Hi Gul, thanks for your review. It's upsetting to hear we've let you down and providing a bad experience. If you would like us to escalate your claim please send us a message through Facebook so we ca... Read more
n get this matter looked into ASAP. ~Natalie http://bit.ly/2pbDydvSimilar opinion? Write a review on ProductReview.com.au!
D D.Greater Melbourne (Inner), VIC
Wow, these guys are really terrible!
A CGU customer ran into the back of my near new stationary ute. I'm with Budget Direct and my ute is currently being repaired. I was advised today that repairs were going to take another few weeks, bringing the total repair time to 6 weeks, as they were waiting on a part from overseas.
Budget Direct provided me a hire car initially for 2 weeks. Upon learning that my ute wouldn't be ready for another 4 weeks I called Budget Direct to see if they would extend the rental car duration to cover the additional 4 weeks. The most Budget Direct ...Read more
could offer was an additional 1 week hire car rental (taking it to 3 weeks in total). They suggested calling CGU as they would provide me with a hire car for the remaining 3 weeks. 14.1.2020. I was on hold to CGU for 50 minutes. I eventually spoke with someone in their contact centre and was advised that Budget Direct must send an email to CGU to confirm the hire car end-date with Budget Direct, and the expected date my ute is to be repaired by. This process is painful. I called Budget Direct and they advised they've not been asked to do this previously and it was an unusual request. So as it stands currently I am now waiting on Budget Direct to somehow arrange for an email to be sent to CGU to confirm dates. I'll keep you posted as to the outcome. So far not a good experience from CGU and although I am not their customer, it was their customer that smashed into my near new ute. We all pay insurance companies significant premiums to do the running around for us in these situations. Perhaps we need a royal commission into Insurance in this country?1 comment
Care TeamCGU
Hi D, thanks for the review. It is a stressful time when you are involved in an accident and I do apologise that your experience so far with us hasn't been great. In most cases you would usually go th... Read more
rough the at fault parties insurance to make the process a bit more smoother where we may have offered a hire car for the full time you didn't have a vehicle, I apologise that the process now is a bit more tedious, it's definitely not the level of service we aim to provide though. We have also had a royal commission as recent as 2018. If the issue is not resolved and still having trouble getting in touch with us please do send us a message to our Facebook page and let us know you're from product review so I can escalate this matter. ~NatalieSimilar opinion? Write a review on ProductReview.com.au!
Worst Insurer due to claims process, painful nothing but hassles.
I was placed with CGU from Police Credit when I took out my car loan.
The length to resolve not a fault claims is ridiculous,broken promises incorrect information and no follow up at all along with a assessing team that is useless and never available to both the customer and apparently the claims call center as they always tell you, I've tried calling I left a message with the assessors etc.
Assessors I believed are out an outsourced agency from CGU and take forever to review and approve claims. I was told this process takes 2 to 3 busine...Read more
ss days. Two weeks later still no response or update. The process is absolutely disgusting, staff promise to chase up and sort approval with a follow up call which never happens. I am forced to contact them to chase any information up which always turns into a blame game with no outcome.1 comment
Care TeamCGU
Hi Tony, thanks for sharing your claims experience, we are sorry to hear about the issues you have faced. We would be happy escalate your concerns to the claims team on your behalf, could you please p... Read more
rivate message our Facebook page http://facebook.com/cguinsurance with your claim number and let us know you are from Product Review. Thanks. ~KazSimilar opinion? Write a review on ProductReview.com.au!
DannySydney, NSW
Rubbish
Had a crash and now my car is sitting at home waiting for it to be towed and assessed and they still cant come after over a week so Im gonna tow it myself.
1 comment
Care TeamCGU
Hi Danny, I understand how frustrating any delay in a claim is. I would like to find out more information about what is causing this delay and find someone from our claims team to help. Can you please... Read more
use this link http://bit.ly/2pbDydv to message us your claim details and let us know you have come from Product Review? ~ JonoSimilar opinion? Write a review on ProductReview.com.au!
annaGreater Melbourne (Inner), VIC
- 2 reviews
- 2 likes
STAY AWAY FROM CGU
WARNING to steer away from CGU! Worst company ever! They will try and find any policy to try not to pay you what is rightfully yours. Even the top manager will fabricate his own policy to get away with not paying you and us workaholics cant afford expensive lawyers to fight against them. Do yourself and everyone else you know a favour - STAY AWAY.
2 comments
Care TeamCGU
Hi Anna, thanks for taking the time to review CGU Car Insurance. It's disappointing to hear we've made you feel like we would find any reason to not pay a claim. I can assure you this isn't the case a... Read more
t all and will find ways we can pay a claim as long as it doesn't fall under any of our exclusions on the type of policy you take out. If you feel the outcome of your claim or potential claim was knocked back and you'd like us to escalate and have someone review it or have someone contact you to clarify your concerns then we ask for you to please PM us your claim or policy details through Facebook (I will provide the link) & let us know you've come from Product Review. Again Anna, we don't want our loyal customers feeling this way towards their insurer and apologise for doing so. ~Natalie http://bit.ly/2pbDydvThanks Natalie.
Similar opinion? Write a review on ProductReview.com.au!
Horrible! Company that provides misleading information.
We have been with this insurance company for 3 years and it is only when it comes to being involved in a car crash that you realise how unreliable they are. Signed us up for insurance telling us that an under 25 driver was insured. When it has come time to claim a not at fault collision, it has been rejected because the cover had 'inexperienced driver' not 'age' as the excess. We were not explained this at the time of commitment.
Contacted the company and was told because the original conversation occurred in person, not over the phone there was no evidence/recording and that we essentially had no rights.
Company doesn't care about customers, only about dollars.
Wouldn't recommend to anyone.
1 comment
Care TeamCGU
Hi Kiana, thanks for your review. If you have been involved in a not at fault incident you should be able to claim directly from the at fault party. If we can help arrange a review of your claims deci... Read more
sion please contact us at this link http://bit.ly/2pwhgU1 so we can help, thanks. ~KazSimilar opinion? Write a review on ProductReview.com.au!
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5.0Neb-Maat-ReAU
- 35 reviews
Bureaucratic, argumentative & unpleasant to deal with
** Don't bother to contact them through Facebook as requested - there is no outcome from doing that. **
Bureaucratic, argumentative & unpleasant to deal with - and I am just trying to get a list of the claims I have made so I can get quotes from other companies.
I had the same problem last year and ended up staying with them just because I couldn't get the information I needed in time. Surely this is illegal.
Update: I eventually got the information I needed - in just a couple of minutes - on the 5th phone call. Why were the other 4 people...Read more
so argumentative & unpleasant to deal with? I shouldn't need to make 5 phone calls in the hope of getting lucky and finding someone knowledgeable & helpful. I will be leaving this company even if it costs me money.17 comments
Care TeamCGU
Hi, thank you for sharing this experience. I agree it should not take 5 phone calls to find someone who is able to help with what seems like a simple request. I would like to understand how this happe... Read more
ned and have specific feedback provided so that we can prevent this happening again. If you would like please use this link http://bit.ly/2pbDydv and message us your policy details and let us know you have come from Product Review. ~ JonoThe outcome of the 2nd phone call was that I was supposed to get a callback from a manager - although it took me 30 minutes on the phone to get to the point where the operative agreed to record that r... Read more
equest. I'll get back to you when I get my requested callback from a manager - which never happens.I requested a call back from a manager and was told I would receive that in 24 to 48 hours. It has now been a week and I have not received a call.
I also filled in an online complaint. It has now been a week and I have not received a reply.... Read more
Why would I believe anything different will happen by messaging you through Facebook?Similar opinion? Write a review on ProductReview.com.au!
KarinDarwin, NT
Thank you for the prompt service
While customer service can be a little slow in responding (heavy workload possibly??) I am very happy with the value of the service provided to me. It's the first time I had to submit a claim and the outcome was excellent. Good repairer, good customer service by CGU in resolving the matter. Thank you!
1 comment
Care TeamCGU
Hi Karin, thank you for the positive review. Let us know in the future if you ever need further assistance. ~ Jono
Similar opinion? Write a review on ProductReview.com.au!
The Worst Insurance decision of my life.
The worst experience ever. I will never recommend CGU and cannot wait for the day I leave. CGU do not deserve a 1 star rating but that is the lowest I can give them.
Been with them 6mths.
I have contacted CGU over 10 times over 3wks and have never had a response.
There communication systems are call centres overseas and the assessor here never speaks to you. They have had my car 3 wks and they treat people with total disregard.
I contacted the financial obudsmen and they referred me back to cgu.
3 wks no car and no response from assessor after multiple phone calls and emails.
Never use this company is my recommendation.
7 comments
Care TeamCGU
Hi Dom, thanks for the review and thanks for bringing this to your attention. I apologise that nobody has been in touch and nobody has given you an update regarding your claim. It does make us sad to ... Read more
hear we've left you feeling this way and we are happy to chase this up for you. If you would like us to organise a call back please send us a PM on Facebook with your claim details and let us know you have come from product review so we can have it escalated for you. ~Natalie https://www.facebook.com/cguinsurance/You are joking. I have contacted CGU over 10 times in a 3 week period and no body has ever contacted me. Not once. I sent email. I phoned. I went on the website and filed a complaint. Not once has any... Read more
one from CGU contacted me. A disgraceful act to accept thousands of dollars in insurance and excess and never once contact me back.When putting in a complaint on your website no reference number is given and no copy of the email is retained. You ask for a email address but I never received a email confirming my complaint. Is this... Read more
done on purpose? People should receive a copy of their complaint and a reference number. It would be great if someone contacted me regarding that complaint, but wait let me guess, you will ask me to contact you on facebook? The worst customer service ever...No customer service.Similar opinion? Write a review on ProductReview.com.au!
Vic Enforcement OfficerVictoria
The worst vehicle insurer in Australia
I am comprehensively insured with CGU. I had an accident where the other driver was at fault. Communication is absolutely terrible. You speak with offshore human robots in Manila that don’t waver from their script. Anything they can’t handle is referred to assessors that don’t make contact with you as promised. I have been waiting 2 months for repairs. Be warned, CGU is part of Insurance Australia Group which includes SGIO, SGIC and Swann Insurance amongst others. I got on to CGU when I was police officer through Police Credit in Victoria (now...Read more
Bankvic). I’ll be letting Bankvic know that an insurer they recommend is the worst I have ever had to deal with and once my claim is finalised. Never, ever again will I insure with this company or one of the other insurers that are part of insurance australia group (iag). Emergency service workers and government employees stay well away from this insurer and other iag insurance companies.1 comment
Care TeamCGU
Hi, I am sorry to hear you are unhappy with how your current car claim has been handled. I would like to find out more specific details about what has happened and have someone from our claims team co... Read more
ntact you to help further. Can you please message us on Facebook using this link http://bit.ly/2pbDydv and let us know you have come from Product Review. ~ JonoSimilar opinion? Write a review on ProductReview.com.au!
Poor insurance company
My car was stolen for two months,Without compensation, they also asked the investigator to conduct a comprehensive investigation of me, including your income, your friends, call records,After two months, the police found my car. I need some repairs. They still try to stop me from repairing.I haven't fixed my car until now.During the claim period, you must pay for your insurance.Don't apply for this insurance company. They only try a thousand ways to make no claims! Very bad
1 comment
Care TeamCGU
Hi Julian, for any theft and malicious damage claims we need to follow proper steps and procedures to prevent insurance fraud. This helps keep all of our insurance premiums down so our customers are n... Read more
ot paying for other peoples fraudulent activities. Insurance is a 12 month contract, choosing to pay monthly does not change this so to keep your contract valid you must continue to pay your instalments. Another example of this is if your claim is a total loss any unpaid premium is deducted from your sum insured that is paid. This is all included in your Product Disclosure Statement provided when you start a policy and when you renew one as well. If you would like help with your claim please message us on our Facebook page https://www.facebook.com/cguinsurance/ and let us know you have come from Product Review and we will help there. ~ JonoSimilar opinion? Write a review on ProductReview.com.au!
WarrenMelbourne
- 4 reviews
- 6 likes
CGU got my policy wrong after a month, yeah right.
Hit from behind 1 month ago agreed a figure after 3 weeks CGU got policy wrong and I have to deal with 3rd party insurer Asked to get pictures of car but it has moved from Dandenong to Pickles Dodgy.
1 comment
Care TeamCGU
Hi Warren, not the way we want you feeling during a claim. If you would like us to chase it up - please message us by going to https://www.facebook.com/cguinsurance/ and let us know you're from Product Review. ~Natalie
Similar opinion? Write a review on ProductReview.com.au!
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Questions & Answers
Angeasked
How long does it take to receive a premium back credit? Is this payed by cheque or does it go into your account?
3 answers
Care TeamCGU
Hi Ange, thanks for the question. Can you confirm if you are asking about a refund from cancelling or amending a policy or a settlement from a claim? ~Natalie
Hi, a refund when canceling a policy.
Care TeamCGU
Thanks for confirming Ange, we can refund by bsb & account where possible otherwise it's a cheque. The refund can take anywhere from 3-10 days depending on the method chosen. ~Natalie
Dom T.asked
Is there a branch where you can visit to talk to someone face to face?
1 answer
Care TeamCGU
Hi Dom, we don't have any branches to visit however if you click this link http://bit.ly/2pbDydv and message us there with your claim details we can have someone contact you to help. ~ Jono
Trying hardasked
I have full comprehensive private use car insurance with CGU will this insurance cover me if I am doing deliveries for the chemist I work for?
No answers
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Care TeamCGU
Hi Alex, thanks so much for taking the time to review our CGU Insurance. We are so sorry to hear that you have been left feeling like this. Due to recent weather events we are inundated with claims ... Read more
but are working around the clock to upskill extra people. I hope that you have been able to get through and have had satisfaction regarding your claim ~Renae